GUIDE TO TELECOMMUNICATIONS RIGHTS

7 May 2004
59/04

Australian telecommunications users in regional, rural and remote areas will be able to learn more about their consumer rights and safeguards in a new booklet launched today.

The booklet Your Phone Service. Your Rights. is a key element of the Australian Government's regional telecommunications information campaign, Working to Keep the Country Connected, and provides information to consumers about their telecommunications rights and how to exercise them. Television advertising supporting the campaign will commence on Sunday 9 May 2004.

Telecommunications consumer rights in Australia are underpinned by law through the Universal Service Obligation (USO) and the Customer Service Guarantee (CSG).

The USO ensures that all Australians have access to a standard telephone service no matter where they live or work.

And the CSG says that if phone connection and repairs are not carried out within agreed timeframes, consumers may be entitled to compensation.

These and other consumer protection laws are overseen and enforced by the Australian Communications Authority (ACA).

Where problems occur between consumers and their phone or Internet company, they can turn to the Telecommunications Industry Ombudsman (TIO), an independent umpire who can investigate complaints at no charge to the consumer.

The Working to Keep the Country Connected campaign and the Your Phone Service. Your Rights. booklet are part of the Australian Government's response to the Regional Telecommunications Inquiry (RTI), which found that there was a low awareness in regional and rural communities about their telecommunications rights and safeguards.

The booklet will be available free of charge from more than 3000 newsagents across regional and rural Australia. It can also be obtained by phoning free call 1800 883 488 or downloaded from www.telinfo.gov.au.

The Australian Government's response to the RTI also includes funding programs aimed at providing cheaper broadband services across regional Australia, locking in Telstra service improvements through legally binding undertakings and putting in place arrangements to provide equitable access to technological advances into the future.


Media Contact: Carina Tan-Van Baren (02) 6277 7480 or 0439 425 373